Using Zoom Phone for emergency calls in Zoom Contact Center

Zoom Contact Center supports emergency calling for agents and supervisors, enabling them to dial 911, 112, and other emergency service numbers directly through the Zoom Contact Center dial pad. When an emergency number is dialed, the Zoom Phone dialer will automatically open and connect the call using the Zoom Phone emergency services configuration. This integration ensures that agents and supervisors can quickly reach emergency services without needing a separate phone.

Requirements for using Zoom Phone for emergency calls in Zoom Contact Center

Table of Contents

How to enable emergency calling using Zoom Phone

The emergency calling feature can be enabled in the Zoom Contact Center user settings.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Users.
  3. Click the display name of the user you want to edit.
  4. Under General, click the Emergency Calling using Zoom Phone toggle.
    When enabled, the user is advised to check the emergency address information for the Zoom Phone user.

Note: You can also update the emergency calling setting through the user templates or by exporting the current settings for agents, making the necessary changes to the exported file, and then importing the updated file.

Agent or supervisor experience

  1. When an agent or supervisor opens the Contact Center tab in the Zoom desktop app, an initial prompt about the emergency calling feature will appear.
  2. The system may display additional prompts, such as:
    • Confirming if the current location is correct.
    • Requesting the agent or supervisor to add an emergency address if none is set.
    • Informing them that emergency calling is not available if the feature is restricted.
  3. The agent or supervisor enters 911 (or another designated emergency number) in the Contact Center tab.
  4. After pressing Enter, the Zoom Phone opens automatically and initiates the call to 911.